Major Incident Management

• 4 days led by an expert instructor
• Access to digital tools and resources
• Advanced incident management skills
• Certificate of completion & KT Foundations Badge
• Certification Credits : 2.8 CEUs

Ideal for Incident and Major Incident Managers, service desk staff, analysts, subject matter experts, quality managers, problem managers, auditors, technicians, engineers and others responsible for customer service and support.

• Successfully facilitate the incident-resolution process by gathering the most relevant data and driving decisions while managing risk under pressure
• Learn advanced incident-management skills to manage the end-to-end process of service restoration and details passed on to other functions such as Problem Management, Change Management, etc.
• Manage clear communication and documentation using a variety of case studies and simulated incidents to seamlessly apply skills in your organization

• Improve the consistency and efficacy of your approach to incident management
• Reduce stress and the time spent in the “analysis and diagnosis” phase for major outages
• Enhance the ability to prioritize restoration activities and involve the right people
• Recognize actions that are substantiated by facts before rolling out changes
• Use a common “problem-solving language” independent of technology
• Increase throughput of incidents for the same headcount
• Reduce service cost and time to restoration